Our Customer Service

Once you place an order, it takes 3 to 5 days to customize your costume by our professional costume designers. Certain costumes and cosplay wigs may take up to 10 days. Our designers will start working on your costume immediately once the payment is received. There is no way to cancel an order after the order is placed. So please make a decision carefully. If you have any question about a specific product, please don't hesitate to contact us by using our Contact Us Form.

Payment:

We currently accept payments from 4 major Credit Cards (MasterCard, AmericanExpress, Visa and Discover), Paypal and Google Checkout.

Shipping & Handling:

There are two worldwide shipping methods we are offering:

1. Expedited Shipping ($19.5 USD): 9-14 business days to major destinations

2. Standard Shipping ($0.00 USD): 22-28 business days to major destinations

Free Shipping

Offer applies to our standard shipping on purchase totaling $79.99 or more

Free Shipping: 22-28 business days to major destinations

Refund Guarantee for 7 days

Customer satisfaction is everything for us. If for any reason you are not completely satisfied with your purchase from cosplaymiu.com, you may return it within 7 days for a refund. However the return shipping charges, 20% handling fee and the transaction of the total product purchase will be deducted from your refund. If you have any questions about products you receive, please feel free to contact us by using our Contact Us Form

Please make sure that the package meets the following requirements: First, the product hasn’t been used, quality problems not included. Furthermore, there is no quality problem due to abuse or misuse. What’s more, the accessories and outer package are intact.

If you received a wrong product, a product with any quality problem, or too different from description on cosplaymiu.com to accept, you can also return the product within 7 workdays from your payment at our cost. We can give you a full refund or change the product at your request after we received the package and confirmed the issue. If it is our or logistic company’s fault, or the customs policy that lead to a failure on receiving within the Estimated Delivery Date after your payment, we would fully refund you unconditionally. However, if it is because incorrect information has been left by customer or rejection or unclaimed in time; we won’t be responsible for the problem. Please understand that.

Our Costume Size Chart

Your satisfaction means the most to us. We will do our best to achieve your expectation. If for any reason you are unhappy with your item, don’t worry, we will gladly deal with it till you are happy. For the quality problem (e.g. different from what we described), please upload some persuasive pictures or videos to cosplaymiu.com and contact with our customer service in time. Once it is verified, you can send the item back to us, and then we will give you a full refund of the item.

However, there are certain limitations as follow:

Do not unpack or try on the product, keep it in the original manufacturer condition. Due to the sensitive nature of our products and the principle of our company, we are not allowed to resell hairpieces which have been worn, tried on or handled in the point view of health and hygiene.

All returns must be shipped back within 7 days after receiving the cosplay.

Refunds will be applied back to your original method of payment.

Returned cosplay must be unworn, unaltered, undamaged, not combed out and unwashed.

Return shipping charges are to be paid by customer.

Any promotional items included originally with the product must also be returned. If promotional items are notreturned, retail costs of these items will be incurred.

Note: The color may be slightly different as the picture, since the different web browser and monitors.

Q:Can delivery address be different from the billing address?

A:Yes , we can accept orders which billing and shipping address is different. Clients can order directly on the site.

Q:How can I cancel an order?

A:If you do not want the order which you make,you must contact us within 12 hours after placing order. So that we can do for you before order is shipped out.

Q:What happens after I place the order?

A:After placing the order you will receive an immediate order confirmation along with an all order's information.

Q:When will I get ordered product?

A:The average shipping time for your Order is 5 to 8 business days, we usually ship out within 12 - 36 hours after orders are placed.

Q:The order process was interrupted. What happens now?

A：In case you haven't received any confirmation from us by email, please contact us, if your order doesnot go through, it is fail, you can go to site to reorder, the previous orders are invalid automatically

Q:My card was not accepted as a payment method, although it is issued under one of the above mentioned international organizations. Why?

A:Reasons for a rejection can be: Insufficient funds - it is necessary to charge your account or to extend current credit limit; Your card is on a "blacklist" - it is reported as being stolen, lost or blocked by the cardholder; Card issuer doesn't authorize eCommerce transactions - issuing bank must be contacted and asked to activate this service. Of course, this can be verified even when the customer chooses a certain type of card, because there are some banks which do not allow these kind of transactions; The card issuing bank could not be contacted and the defined "stand-in" limits do not allow eCommerce transactions or there is a specific maximum value of the transaction. You will have to call your bank support line using the phone numbers printed on the back of your credit/debit card. Your card issuing bank is the only place where realistic information regarding the transaction incident can be found.

Q:Are my credit card details keep on the website service ?

A:No! For cards issued under MasterCard, VISA etc , the card information is processed directly by the bank's systems, all transaction data flow being secured using the latest technology available. For cards issued under other organizations, this information is encrypted using proprietary encryption algorithms, and stored on environments without any online or remote access. Information is kept only for the time needed in case the cardholder requests a chargeback.

Q:Do I have to pay Tax?

A:No,we mark all the package as gift / sample one, clients donot need to pay for it. In the unlikely event that clients are required to pay for it, we will pay for that unpon the recipt of the tax invoice.

A:All transactions are made using a SSL connection (128 bytes) provided by Verisign. The data sent from your browser to our servers is always encrypted The data sent from your browser to our servers is always encrypted. All our servers are certified Hacker Safe and scanned daily by ScanAlert for known vulnerabilities. Additionally our site does not store any credit card sensitive information.

Q:Is my personal information safe?

A:Yes, the information provided will ONLY be used for making legal documents related to the transaction and for delivery.

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